Well, I called the patient satisfaction hotline back to find out why I have not been contacted by the regional manager and was told that a message would be forwarded to the regional manager. When I asked how that would be different from the previous attempt I was told that I could expect a call by the end of today.
When I asked about the overcharge I was informed that I had requested an upgraded denture that was not covered by my insurance. Let me tell you I never consented to any “upgrade” I was not given any options I was just told that this is what would happen. I need to look further into what was billed since all I have are procedure codes that I do not know how to interpret. Oh yes, there was no explanation of the $9.00 additional charge I supposedly owe though the representative did say I was in fact due a $6.00 refund.
Back to the service issue: I asked that my issues be forwarded to the regional manager’s supervisor and was again told that the best the representative could do is forward the issue to the regional manager. When I again explained that Jen, the regional manager had already ignored the issue for the required two days I was told there was still no way of going any further. I asked for the representative’s supervisor and was told that was Julie, the first person I spoke to back on Monday. I asked for Julie’s supervisor and was told that was Ron, there was no way I could contact Ron directly and in any case he would not be in until 10:00. I reiterated that providing the same answer that had not worked satisfactorily in the past was not the path to 100% patient satisfaction. The representatives response was that I was going in circles and the call was going no where. I than asked how we could try another answer that had not been tried unsuccessfully in the past to stop going in circles and I was told the call would be terminated. I asked again and was eventually told to have a nice day and of course the call was disconnected.
So I called back. As soon as the call was answered I was informed that hanging up on me and not providing acceptable answers would make the issue go away. As it turned out I was somehow connected with Julie, though I don’t think she was the one who initially answered the call. I was informed that the regional manager had asked the office manager to contact me and that was the best I was going to get. When I indicated that I was not satisfied with the answers I was getting Julie got noticeably angry, maybe tense is a better term, and raised her voice. She told me again I had the best answer I was going to get.
When I asked Julie if she was familiar with this site she said she was very familiar with it. I suggested that she search for this post and informed her that her name would be mentioned in my update. Julie’s response was to tell me to make sure I use her full name she provided a last name (and spelling) of DeLair, hopefully I got it correct.
Anyway Julie continued to inform me in her raised voice that I had no other avenue to resolve my dissatisfaction. Get this, she specifically said, though I am paraphrasing not quoting, continuing to call the patient satisfaction line would not get me any closer to a satisfactory result. That speaks volumes about the commitment to patient satisfaction Aspen Dental has. Not that I’m surprised.